Bank complaints in Murcia fall by 18.4% in 2025, down to 284 cases

The Bank of Spain resolved 284 complaints from bank customers in the Region of Murcia during 2025, an 18.4% decrease compared to 2024. The institution facilitated the refund of €59,015 to users, almost half of the previous year's amount.

The Bank of Spain published the 2025 Complaints Report this Tuesday, which reflects a significant decrease in the number of complaints resolved in the Region of Murcia. Specifically, the agency handled 284 cases, 18.4% less than in 2024, and managed to have entities refund €59,015 to customers, compared to over €110,000 the previous year.

Fraud and fees, the main reasons for complaints

Although the total volume of complaints decreased, the issues that most lead Murcians to approach the banking supervisor remain unchanged. Fraud in card transactions and transfers tops the list, accounting for 26.1% of accepted complaints. This is followed by the charging of fees and expenses, which represented 13% of the total.

A striking figure is the 70% increase in complaints related to the charging or payment of interest, which has become an increasingly frequent reason for complaints among Murcian users.

In total, the Bank of Spain received 869 complaints from the Region of Murcia during 2025, a 46% decrease compared to the previous year. This sharp decline is partly explained by the statistical effect of 2024, when complaints surged following the Supreme Court ruling on the costs of formalising mortgage loans.

Only a third of complaints were accepted

Of the 869 complaints received, approximately a third were accepted for processing. Most of the discarded submissions did not meet the prior requirements: either they had not been presented first to the customer service of the corresponding entity, or they did not concern matters that fall under the jurisdiction of the Bank of Spain.

For the average customer, this means that before approaching the supervisor, it is mandatory to first complain to the bank and wait for their response. If this is not done, the Bank of Spain cannot intervene.

Record refunds at national level

At the national level, the Complaints Service of the Bank of Spain resolved 10,856 cases during 2025 and facilitated a record refund of €6.8 million to its customers, 34% more than the previous year. The average amount refunded for each accepted complaint was €625.

Across Spain, fraud with cards and transfers was also the main reason for complaints (around 28% of the total), followed by fees and expenses (13%).

For citizens of the Region of Murcia, the main recommendation is to keep all receipts for transactions and, in case of any issues, to first complain in writing to the bank. If the response is unsatisfactory or not received within the legal timeframe, then one can approach the Bank of Spain, which in 2025 has demonstrated its effectiveness in achieving record refunds.